07-27-2022 06:32 PM
I paid $199.99 to be a Total Tech Member cause it sounded like a great deal. However, this has been one of my worst customer service experiences I have ever experienced. I am going to try to make this as short as possible (Its going to be a long story cause I keep getting told different stories) but The Total Tech Service is a complete rip off and I have gone 3 days now with zero support or help! Nothing is happening and nobody knows what to do.
I purchased a Fridge, Stove, Hood Range and Dishwasher from Bestbuy.com. They were all going to be delivered AND installed on 2 seperate days. First, the fridge was coming on a Tuesday. So of course I take off work to be home for the delivery and installation. They call me with about and hour left in my delivery window to say the "truck broke down." So, go ahead and search on this forum how many people have been told "the truck broke down" and their deliveries never happened. I realize things happen and they rescheduled to deliver on a Sunday. They did show up and install my fridge on a Sunday, but so far, I was not impressed with this $200 a year total tech service. I had to miss a day of work for nothing.
Now, the real fun begins. Day 1, I am scheduled to have the stove, hood range and dishwasher delivered and installed this past Monday. My delivery window was 7am to 1pm. They never narrowed down my delivery window to 4 hours as they were supposed to. At 2pm, I haven't heard from the delivery team so I contact Total Tech Chat Support. They call the XPO Delivery Service and tell me it is "out on the truck" and ask me to be patient. So I wait 2 more hours. At 4pm, I call Total Tech Support (a 45 minute call), they tell me it is out on the truck and to be patient. They tell me a Field Manager will call me in the next hour or two to help me out and get this delivery finished. The Field Manager never called me! I call Total Tech Support about 6:30pm (another 45 minute call). They tell me the XPO delivery service has cancelled my delivery and installation. Again, nobody from XPO delivery or Best Buy ever called me. When I ask why it was cancelled , they tell me its because "it wouldn't fit on the truck." Remember, the previous 2 agents told me it was "out on the truck." Support tells me they will help reschedule but they aren't able to help. They say the system needs to refresh and to call back tomorrow. Again, I had to miss a day of work for nothing.
Day 2. Now it is Tuesday, so I am simply going to call support again to reschedule. This was a 1 hour and 20 minute phone call. They are unable to help me and say they cannot reschedule cause they need to wait for a "truck check in" at the Best Buy warehouse. I asked what that meant and he said they are waiting for the XPO Delivery to return my items. I said that doesn't make sense at all cause yesterday, I was told the delivery and installation was cancelled cause the items "wouldn't fit on the truck." The agent actually told me "good point" and said he was escalting my issue and that somebody would be calling me back since the ticket was escalated. Nobody ever called me back, again. I was told to wait 24 hours and to call back again to reschedule since the trucks have 24 hours to check in. At this point, this entire deal is getting worse by the minute. He also recommended that I should contact my store manager. I explained this was an online order and has nothing to do with my local store. He said my local store may be able to help and get me quicker support than the agents.
Day 3. Well, today I waited a full 24 hours from when I was told to call the day before. This was a 1 hour and 33 minute phone call. I am told they cannot do anything. They are still waiting for the "truck to check in" with my items. Remember, this is the same truck that cancelled my order cause they couldn't fit these items on the truck. So at this point, these stories are not making any sense. My support agent said that he was going to escalate my case and Best Buy Dispatch and the XPO Delivery services will call me in the next couple of hours to setup and reschedule my delivery. I told him the support agent told me the day before that he already escalated my case and I am informed the previous agent actually DIDN'T escalate my case at all lol. He also says I should go talk to my in store manager. I tell him this order has nothing to do with my store, it was all online. He tells me store managers have tools and access to information that he doesn't. Oh, and by the way, Best Buy Dispatch and the XPO Delivery Service never called me as the support agent said they would.
Finally, like an idiot, I go to my local store and talk to the Appliance Manager at the end of my 3rd day waiting. He had no clue as to why I was even talking to him. He said online orders and in store orders are like 2 seperate businesses with 2 seperate systems. I told him I already told 2 different support agents the same thing and I honestly had no idea why I was sitting there with him. I explained I am out of options, nobody will help me. 4 different people were supposed to call me and never did, my items that wouldn't fit on the truck are still, somehow, out on the truck they wouldn't fit on. Lucklily, he did have a connection at the warehouse and messaged the guy and he responded very quickly. He was aware of my items, he said the XPO Delivery Service said they left them on the dock, but his warehouse team still hasn't found them yet. The manager also says when they cancelled my delivery, they cancelled the installations and everything. He said now, it may be really hard for me to get everything delivered AND installed since they cancelled the installation from my order. He also says I may not get any of the Total Tech Extended warranty benefits because of the way XPO Delivery cancelled my order. Remember, I didn't ask them to delete anything or cancel anything. I was just sitting at home waiting for my delivery.
I am so frustrated. The hardest thing is now I see several other people on these forums with this exact same issue. Nobody calls them back, they are waiting for the "truck check in" for days on end, and they are just stuck in limbo with nobody providing any answers or solutions. It is so exhausting to sit on the phone for hours over multiple days, to be told different stories that dont match up. To be told someone will call you back, and nobody ever does. I have been nothing but kind and respectful to everyone.
I just do not know what to do now or where to turn. My last resort is Social Media but I hate going on there to complain about something that I am paying $199.99 a year to actually take care of. I shouldn't even have to come on these forums. I would just cancel everything but I got a great deal on this entire kitchen by bundling everything and I have $250 in Best Buy Gift Cards coming back because of a promotion. Can someone please help me? Please?
Solved! Go to Solution.
07-28-2022 08:32 AM
Thanks for reaching out to us here on Best Buy Forums. I can certainly understand your frustration with failing to get your appliances delivered in a timely manner. I would be happy to take a closer look into this matter and assist however possible.
To get started, kindly send me a private message with your full name, phone number, and email address, along with your order number.
|Ravi|Senior Social Media Specialist | Best Buy® Corporate|
As of March 20th, our Forums will no longer be available. For future support, you can reach out to us on Social Media or bestbuy.com/support
07-28-2022 08:59 AM
Ravi, thanks for stepping up and trying to help me with this case. I have sent you the private message with the information you requested.
Day 4 -Each Day, it feels like I am starting all over again. Yesterday, I was told Best Buy Dispatch AND the XPO Logisitics and Delivery Service were going to call me in "a couple of hours," Its now the next day and, of course, nobody ever called me at all. That is now 4 different people I have been told were going to call me by the Total Tech Support and nobody has ever called me. Maybe using these support forums this time will help me out.
08-11-2022 09:28 AM
Ravi was amazing and stepped up when nobody else would. Ravi stayed in constant contact, with very timely updates, and never made me feel like I was being ignored. If Best Buy Phone Support had people that did their job as well as Ravi, then this forum would be a ghost town.